Patient Centered Excellence
2014 Goal: Design and implement a real time patient satisfaction survey tool hospital wide by the end of FY14
In response to Tribal Gathering priority concerns, YKHC’s Patient Centered Excellence Goal Team rolled out a real-time patient satisfaction survey in the Emergency Room in February. At discharge, patients are given an e-tablet with nine questions to rate their visit. Not all patients are able to participate, but nearly 60 percent are. Chief Nurse Executive Barb Jacobson says out of 2,000 ER patients a month, only 7 would typically return the mail-in Press Ganey surveys the hospital has been relying on for customer feedback—usually weeks after the visit.
This margin of error has been greatly reduced and the patient’s immediate response can be evaluated even further by the ER Team and YKHC Leadership.
ER Manager Jeff Clark says the results are impressive. “With the use of the tablets and the Fast Track, customers visiting the Emergency Room for treatment have been given a voice.” Satisfaction of care for “Agree” and “Strongly Agree” have been between 79% –90%. “This positive feedback is a direct reflection of the Emergency Room Team providing excellence in care and striving to ensure our people are heard and responded to,” Clark said. “Without a doubt, the implementation of the survey provides a tool for guidance to improve the delivery of customer care and empower the customer concern to be addressed.”
ER has piloted the survey for the past couple months. The PCE team goal is to implement the survey in Northwing, OB and the subregional clinics by April and Outpatient Department, Surgery, Dental, and Optometry by the end of the year.